Moshe Frami's review of Dossier Systems
Last March a Saturday-night update wiped GPS feeds on 18 tractors, and we only noticed when drivers started calling in at 4 a.m. Initial ticket replies were automated and it took two hours to get a live person on the phone; the engineer who finally dug into our logs fixed the feed issue in about 45 minutes. That fix stuck, but the follow-through was messy - the ticket was closed without our verification and we had to reopen it to get confirmation notes. After 25 years in the business and managing roughly 120 trucks here in the Midwest, I expect predictable support windows; their techs are knowledgeable but answers swing wildly depending on who picks up. Good when you hit the right person; maddening when you don't.
